Returns and complaints

The purchase is deemed to have been made under a distance contract. The language in which the contract is concluded is Slovenian.

DESCRIPTION OF THE RIGHT OF WITHDRAWAL FROM THE CONTRACT:

The buyer has the right to notify the company in writing, within fourteen (14) days of receiving the goods, that they are withdrawing from the contract, without giving a reason for their decision. The period starts on the day after the date on which the goods were delivered.

The buyer may send the notice of withdrawal by e-mail to info@disave.si, complete the form available HERE, or deliver it in person or by post to the company's address (given below).

The easiest way, however, is to submit a return request through your customer account, where the procedure takes just a few steps: /account

In the event of withdrawal from the contract, AMOUR Parfums, Tomas Pocak s.p. will refund to the buyer all payments received, including delivery costs (except additional costs if the buyer chose a type of delivery other than the cheapest standard option), at the latest within fourteen (14) days of receiving the notice of withdrawal.

The company may withhold the refund until it has received the returned goods or until the buyer provides proof that the goods have been sent back.

The buyer must return the goods no later than 14 days after the notice of withdrawal. The cost of the return is borne by the buyer.

Testing the product and diminished value

The buyer may inspect and test the items to the extent strictly necessary to establish the nature, characteristics and functioning of the goods – much as in a physical shop. In the event of use that goes beyond mere testing, the buyer is liable for the diminished value of the product in accordance with Article 136 of the Consumer Protection Act (Zakon o varstvu potrošnikov, ZVPot-1).

For laundry perfumes, fragrances and other liquid products, the following applies:

Testing means inspecting the packaging and smelling the bottle. You can return such a product and receive the full purchase price.
Use that goes beyond testing is any consumption of the contents (e.g. adding it to a wash, spilling, decanting). An opened, partly used liquid product cannot be offered for sale again, so an amount proportionate to the reduction in value is deducted from the refunded purchase price – where contents have been used, the deduction may reach the full value of the product.

On receipt of returned goods, we document the condition of the product (photographs of the packaging, the closure and the quantity of contents). We notify you in writing of any deduction, with an explanation, before refunding the purchase price.

❗ Limitation of the right of withdrawal – sealed products

In accordance with Article 135 of ZVPot-1 and Article 16 of Directive 2011/83/EU, the buyer has no right of withdrawal from the contract if sealed goods (protective film, security label or seal on the closure) were opened after delivery and are therefore no longer suitable for return for hygiene or health protection reasons. This applies to laundry perfumes, fragrances and other cosmetic products supplied with a seal.

Such products cannot be offered for sale again, so a return is not possible once the seal has been removed, except in the case of a defect or lack of conformity of the goods. For products supplied without a seal, the rules on testing and diminished value from the previous section apply.

Replacement of incorrect or damaged goods

If you have received the wrong product by mistake or the product was damaged, please let us know without delay. In that case we will replace the product free of charge or refund the full amount, including delivery costs.

Address for returning goods:

AMOUR Parfums, Tomas Pocak s.p.
Ledavsko naselje 16
9000 Murska Sobota
Slovenia

Lack of conformity of goods (material defect)

The seller AMOUR Parfums, Tomas Pocak s.p. is liable for any lack of conformity of the goods that exists at the time of delivery and becomes apparent within two (2) years of delivery of the goods (Articles 71–90 of ZVPot-1). The lack of conformity is presumed to have existed at the time of delivery if it becomes apparent within one (1) year of delivery, unless the seller proves otherwise or unless this is incompatible with the nature of the goods or of the lack of conformity.

The goods are in conformity if they correspond to the description, type, quantity and quality set out in the contract, are fit for the normal use of goods of the same type, have the characteristics the buyer may reasonably expect given the nature of the goods and the public statements of the seller or manufacturer (advertising, labelling), and are supplied with the packaging and instructions the buyer may reasonably expect.

The buyer notifies the seller of the lack of conformity, describes it and allows the seller to inspect the goods. The notification may be sent by e-mail to info@disave.si, by post or delivered in person to the company's address. We recommend attaching a photograph of the product and the order number.

A buyer who has notified the seller of the lack of conformity has the right, in the order laid down in ZVPot-1:

first, to request free repair or replacement of the goods with faultless goods (at the buyer's choice, unless the chosen option is impossible or would cause the seller disproportionate costs); the seller does this within a reasonable period of no more than thirty (30) days and at its own expense, including the cost of returning the goods;
if the seller does not carry out the repair or replacement, or does not do so within the period, if the lack of conformity appears despite repair or replacement, if the lack of conformity is so serious that it justifies an immediate price reduction or withdrawal, or if the seller declares that it will not repair or replace the goods, the buyer may request a proportionate reduction of the purchase price or withdraw from the contract and request a refund of the purchase price;
if the lack of conformity becomes apparent within less than thirty (30) days of delivery, the buyer may withdraw from the contract and request a refund of the purchase price directly, without first requesting repair or replacement.

The buyer cannot withdraw from the contract if the lack of conformity is only minor; the burden of proving that the lack of conformity is minor lies with the seller.

If the existence of the lack of conformity is not disputed, AMOUR Parfums, Tomas Pocak s.p. will meet the buyer's request as soon as possible and at the latest within eight (8) days. If the existence of the lack of conformity is disputed, the company will reply to the buyer in writing within eight (8) days of receiving the request. On withdrawal from the contract, the seller refunds the purchase price at the latest within eight (8) days of receiving the returned goods or proof of their dispatch.

Rights arising from a lack of conformity of goods do not affect the right of withdrawal from the contract within 14 days described above. We resolve complaints about damaged or incorrectly delivered products free of charge, including the cost of the return.

Send returned goods to our address:

AMOUR Parfums, Tomas Pocak s.p.
Ledavsko naselje 16
9000 Murska Sobota

The form for claiming a lack of conformity of goods is available HERE. Complete the form and return it by e-mail to info@disave.si or printed to our address: AMOUR Parfums, Tomas Pocak s.p., Ledavsko naselje 16, 9000 Murska Sobota.

The buyer's rights in the event of a lack of conformity of goods are governed in more detail by the provisions of the Consumer Protection Act (ZVPot-1, Official Gazette of the Republic of Slovenia, No. 130/22).